Dial-a-Ride (4)

Meeting: 
MQT on 2010-01-27
Session date: 
January 27, 2010
Reference: 
2010/0137
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

What was the total number of complaints received from Dial-a-Ride users about the service provided between September 2009 and December 2009. Of these complaints how many people had to resubmit a complaint due to Dial-a-Ride not responding with the specified time?

Answer

Answer for Dial-a-Ride (4)

Answer for Dial-a-Ride (4)

Answered By: 
The Mayor

The table below shows the number of complaints received about the Dial-a-Ride (DaR) service from customers and other stakeholders during accounting periods 6 to 10, which cover September to December 2009. The complaint rate, showing the number of complaints per thousand trip requests is also shown.

Complaints No. Per 1,000 requests Period 6 22/08/09 - 18/09/09 70 0.60 Period 7 19/09/09 - 16/10/09 96 0.76 Period 8 17/10/09 - 13/11/09 133 1.03 Period 9 14/11/09 - 11/12/09 128 0.97 Period 10 12/12/09 - 08/01/10 60 0.63

During last year's postal dispute DaR has become aware, through subsequent customer or stakeholder comment, of instances of correspondence outlining complaints not being received by DaR after being posted by customers. In the small number of cases drawn to DaR's attention, complainants were asked to provide the details of their complaint again so that an investigation and response could be provided. The postal dispute also delayed receipt of mail in general at DaR. There is no specific data available on the number of letters that were affected in this way.